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Problem Management in an ITIL 4 World

Problem management, done well, can be highly beneficial to IT departments and the employees and businesses they serve. It can increase first-time fix rates, reduce incident volumes and related costs, and make an improvement to the service ...

ITIL Continual Improvement 2021: A needed investment

While our previous ITIL 4 blogs have covered the IT asset management (ITAM), service desk, and risk management practices, the demands of the coming year place an emphasis on the need to improve ...

5 Key Guidance Points in the ITIL 4 Service Desk Practice

The latest version of the ITIL IT service management (ITSM) best practice guidance – ITIL 4 – was released in 2019. Unlike ITIL v3/2011, this positioned the service desk as a practice – the ...

10 Tips for Problem Management Success

Want to know more about doing problem management well? If so, then this blog is for you. Problem management is the IT service management (ITSM) practice that improves service quality by preventing ...

How ITIL 4 Enhances Service Management

ITIL and service management go hand-in-hand. But it’s important to understand that they aren’t the same thing and that the terms can’t be used interchangeably – whether it’s service management per se ...

New ITIL 4 Features and What They Mean for Your Organization (Part 2)

Welcome back! We hope you enjoyed our first blog outlining the key changes in ITIL. Following on from that part 2 takes a deeper look under the hood of ITIL to help you to better understand the new ...

5 Key Questions to Refocus your ITIL Approach

ITIL is the go-to framework for most organizations in an IT service management (ITSM) environment but just because something works doesn’t mean that it can’t be reviewed and improved on. Especially ...

ITSM 101: 6 Tips on How to Run Your CAB Like A Boss

The change advisory board (CAB) can be one of the most important and useful meetings a service-oriented IT organization holds. It sets out a view of what’s happening to key services over the next ...

10 Tips to Take Your ITIL Qualification and to Put It into Practice

Let’s assume that you’ve just taken your ITIL Foundation Certification exam. Or, even better, you’ve still to take it and are currently pondering how best to take what you’ll learn in your studies ...

ITIL Roles Types and Their Responsibilities

With the creation of IT service management (ITSM) capabilities, you’ll find that role types are an important aspect to include; because, after all, you can’t get anything done without the right ...
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